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Initial Complaint
10/22/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
SUBMITTED A CLAIM FOR DAMAGED LUGGAGE. RECEIVED THE ATTACHED SPIRT AIRLINES EMAIL RECEIPT OF CLAIM ON 09/03/2024. I HAVE ATTEMPTED TO RESOLVE THIS MATTER WITHOUT ANY SUCCESS. HAD TO DISPOSE OF EXPENSIVE STROLLER DUE TO FRAME DAMAGE.
Business response
10/23/2024
Hi *****,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I am sorry to hear that your bag was mishandled while in our care. I apologize for any inconvenience this incident may have caused.

Please know that all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.

You can use the link (******************************************************************) to initiate/update your mishandled bag claim. You may also check the status of a claim by calling the *********************** team at **************.

Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.

Have a wonderful day!
Customer response
10/24/2024

Complaint: 22459579

I am rejecting this response because:

I have made several attempts via there only chat tool to resolve this matter. I have followed there protocol. Since it has been over 90 days since opening the claim, the stroller has been discarded.

Sincerely,

***** ******-*****
Business response
10/29/2024
As previously stated, all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.

You can use the link (******************************************************************) to initiate/update your mishandled bag claim. You may also check the status of a claim by calling the *********************** team at **************.

Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer response
10/29/2024

Complaint: 22459579

I am rejecting this response because: I have attempted multiple times to resolve this matter via the communication you stated in your message.

Sincerely,

***** ******-*****
Business response
10/30/2024
As previously stated, all claims for compensation (e.g., delay, loss, damage, and pilferage) are filed at ****************************************************************************** must include a completed online claim form inclusive of all the required documents.

You can use the link (******************************************************************) to initiate/update your mishandled bag claim. You may also check the status of a claim by calling the *********************** team at **************.

Please stay in direct contact with your claims specialist during the claims process for updates; Guest Relations will not be able to assist you with the bag claims process and or provide information since we do not process bag claims.
We have carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter
Customer response
10/30/2024

Complaint: 22459579

I am rejecting this response because: as stated previously, I have made multiple attempts to follow the procedures you mentioned in your responses. I have not received any resolution (i.e. compensation) for my damaged item.
Sincerely,

***** ******-*****
Business response
10/30/2024
We have carefully reviewed your complaint and our resolution remains unchanged. There will be no further correspondence regarding this matter
Initial Complaint
10/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date: 3/5/2024 Confirmation code : VH98YS Booked a flight for a wedding and cancelled the flight 3/18/2024 and they will not give a refund and already charged credit card that im still paying for, absolutely ridiculous non existent customer service, said must cancel 3 months before flight but booked the flight a week before, even bought insurance and was no help either
Business response
10/22/2024
Hi ****,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I am sorry to hear about your booking issue in reference to the booking you cancelled.

Be advised that a Guest who initiated a cancelation or modification after 24 hours of booking to their non-refundable reservations will be billed with cancelation charges; 0-6 days out is $119, 7-30 days out the charge is $99, ***** days out is $69 and no charge for trips more than 60 days out plus cancelation fees for each guest on the reservation of $22.99 each way. The remaining amount if applicable will be issued as a reservation credit. Change and cancellation charges are applied per Guest.

I was able to pull your reservation VH98YS, our record shows that this reservation was secured on 03/05/24 and cancelled on 03/16/24. You were sent a cancellation email for your initiated cancellation. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. There is no refund due as this was a guest-initiated cancellation.

Furthermore, our records show the **** card on file is currently in dispute. Any credit card disputes received by our accounting department will be investigated and handled in conjunction with the financial institution. As such all funds have been frozen until the ***** business days investigation has been cleared. At this moment we do not have any further information to provide, and we also cannot refund or issue any compensation as there is an investigation underway. Please contact your financial institution for further assistance.

Have a great day!
Customer response
10/22/2024

Complaint: 22456752

I am rejecting this response because:
Its i cancelled on time and have insurance on the claim
Sincerely,

**** ***
Business response
10/22/2024
No it was not! The booking was cancelled outside of the 24-hour/7-day window. As previously stated, I was able to pull your reservation VH98YS, our record shows that this reservation was secured on 03/05/24 and cancelled on 03/16/24. You were sent a cancellation email for your initiated cancellation. As outlined and agreed upon in our Contract of Carriage our fares, fees and ancillaries are non-refundable and non-transferable. There is no refund due as this was a guest-initiated cancellation.
Spirit and the travel agency company you stated you have are two separate entities, each owned and operated individually. You would need to file a claim with them. Spirit has no say in how they process claims
Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On May 12, 2024 airline tickets were fraudulently purchased with Spirit Airlines under "****** *********" and "****** *********" (no known relation to me) for $1,535.76, with a round-trip itinerary from ********* to *************. The travel occurred on June 2, seated in 8A and 8B. I was at work on that date and could not have traveled, nor did I authorize this purchase. I have only flown with Spirit once, back in March, from *********** to *********, where I believe they took my information.We initially reported this fraudulent charge to ****************, our bank institution, and ***** the card issuer. During the investigation, ***** Fargo discovered that Spirit Airlines had credited the funds as reward points to a Spirit Airlines account, which I had never created. Additionally, **************** provided a reservation number, DHTN2Z, associated with a booking made using these unauthorized points. After thoroughly investigating the matter, ***** Fargo concluded that the next step would be to contact Spirit Airlines directly to resolve the issue and request a refund.However, despite multiple attempts to reach Spirit Airlines and seek assistance, we have not received any response. We went to *********** to seek more information but no one could help us there.This is a case of identity theft or fraud, as I was not traveling on the dates in question and didn't authorize these charges. The airline's failure to respond has left us no resolution for the unauthorized charge. This situation is causing significant stress and financial hardship, and Spirit Airlines must correct this error and process the refund to my bank account.We kindly request BBB's assistance in getting Spirit Airlines to address this complaint urgently and resolve the fraudulent transaction.Please find attached a police report and the communication emails with Spirit Thank you for your prompt attention to this matter.Sincerely,****** D ******* Henriquez *****
Business response
10/22/2024
Hi ******,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

We value the privacy and security of our passengers, and we take fraud very seriously. If you suspect your credit card was compromised, kindly contact your financial institution to file a fraud claim. A bank official will direct you through the proper channels.

I hope this information helps, have a great day!
Customer response
10/22/2024

Complaint: 22454814

I am rejecting this response because:
I have already contacted our bank, ****************, and they confirmed that there is nothing further they can do, as Spirit Airlines credited the amount of $1,535.76 to an online Spirit account that I neither created nor authorized. My personal information and identity were used without my consent to establish this account. The funds were then converted into points for future ticket purchases without my agreement, as I do not have a customer profile or online account with **********************. I have no intention of using these points, as I have no interest in flying with Spirit Airlines. Therefore, I am requesting that Spirit Airlines refund the full amount directly to my original payment methodeither my ***** Fargo account or via checkinstead of issuing credit to an unauthorized account.

Sincerely,

****** D ********* ****
Business response
10/23/2024
As previously stated, if you suspect your credit card was compromised, kindly contact your financial institution to file a fraud claim. A bank official will direct you through the proper channels.
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer response
10/31/2024

Complaint: 22454814

I am rejecting this response because:
I have contacted both, the financial institution and the cardholder ***** and requested the investigation reports. They have confirmed that I should receive these reports within 10 days, providing detailed information on the fraudulent transaction.
Since the airline has not yet provided specific details on how this occurred, I will review the reports thoroughly once received. This will enable me to gather and present clear evidence that I did not travel with Spirit Airlines on the dates related to the unauthorized purchase. Once I have these reports, I will submit them along with additional documents that prove I was not responsible for the transaction, as the airline has asserted.

Sincerely,

****** D ********* ****
Initial Complaint
10/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Spirit oversold a flight going from *******, ** to *********, **. The morning of the flight they delayed the flight by 1 hour 50 minutes changing the take off from 4:10pm to 6 pm. At 3:36 pm they sent out an email that the flight has been changed back to taking off at 4:20 pm. This change so close to the flight time led to 30+ people to miss their flight. Spirit did this on purpose order to avoid having to deal with the consequences of their overbooking, and instead put consumers in a circumstance which made it impossible for many passengers to reach the flight on time. Please investigate how many customers missed the flight, the reason for the delays and then moving the flight up, and how much time did customers have between the email being sent out and the boarding finishing, and whether that is logical enough time for someone to check their e-mail, and get to the airport for a flight they believe to be 2 hours away. They also refused to give anyone refunds or even spirit credits. I would like all passengers that missed the flight because of spirits actions to get a refund.
Business response
10/21/2024
Hi ******,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

We are sorry to hear about your flight delay.

Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.

There are many factors involved in the daily operations of an aircraft; therefore, arrival times, for instance, are stated as estimated until actual times are reported. Spirit endeavors to get its customers to their final destination in as timely a manner as possible.

As per the terms of our Contract of Carriage, in the event of a delay, Guests are recommended to remain in the gate area for updates and possible early departures or arrive at the original scheduled departure time. Spirit shall not be liable to any Guest who misses a flight, which departed earlier than the estimated departure time posted for the delay. This was agreed to upon securing a reservation with Spirit.

Here's a direct link to our Contract of Carriage.

Flight statuses can change at any time, and if we have the opportunity to get you on board our aircraft sooner, well certainly take advantage of that. Additionally, if you walk away from the gate, there are many places in the airport in which our announcements are inaudible.

Upon review, our records show a refund was processed on October 14, 2024, for your LAS-BUR flight. The refund was issued, in the amount of $89.09 back to the **** ending in 3773. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.

While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
Initial Complaint
10/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a flight booked with the airlines on June 29th which ended up getting delayed at least 5 times which I lost out on one day of hotel and car rental.. which came to a total of roughly 350 dollars.. not to mean losing out on attending my daughters wedding the following day also the sent me multiple vouchers for both myself and my girlfriend in the form of meals which we where never able to use .. that was 10 per person per delay for a total of 100 dollars.. Im am looking for a reimbursement of 100 for the unless vouchers 350 for the lost day of the hotel and car rental not to mention a full refund of both the tickets that I purchased which was around 700 dollars.. Im sure they have the exact amount on file..
Business response
10/21/2024
Hi *****,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

We are sorry to hear about your flight delay.

Spirit Airlines recognizes the importance of on-time performance. On rare occasions, delays occur for a variety of reasons, primarily weather and/or safety concerns.

There are many factors involved in the daily operations of an aircraft; therefore, arrival times, for instance, are stated as estimated until actual times are reported. Spirit endeavors to get its customers to their final destination in as timely a manner as possible.

For further review, provide your confirmation code, and e-mail address used when booking your reservation.

Have a great day!
Initial Complaint
10/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On October 6th, 2024 we booked a flights with Spirit Airlines. The confirmation number for the flight is BQLI4B. The amount we paid was $1,271.96. Our flight was scheduled to leave at 8:35 p.m. It was delayed due to being short a flight attendant. They had us board the plane for 30 minutes, and during that time the captain of the plane came overhead and said they are just waiting for one more flight attendant to come and then we can take off. After 30 minutes they deboarded the plane, and cancelled our flight. Spirit's policy states if the flight is cancelled due to a reason within their control they will provide hotel accommodation. Spirit states that the flight was cancelled due to weather conditions, however after we deboarded the plane. The plane left the terminaland flew out of *******. Spirit is refusing following their cancellation policy and pay for the hotel accommodations we required because of their staffing issues. The Hilton which was the only hotel available and in ******* was $377.43 and the cost of the rental car was $324.62.
Business response
10/21/2024
Hi ****,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I'm truly sorry for the overall experience and for any interruption to your travel plans. I can only imagine your frustration this delay turned cancellation caused.

I found that your MCO-ORD flight was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight, since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.

When this happens, the options available to our Guests are re-accommodation on the next available Spirit flight or if this option isn't feasible, a refund of the affected unused flight segment is issued. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.

We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable.

There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all flights use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the flight will only risk our guests. I hope you understand.

In your situation, I do see a full refund was issued. $1,271.96 was credited back to your **** card ending in 8713 on 10/21/2024. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.

Since this cancellation was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new flight. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.

While I know we can't change your experience; I can only hope that you will have a better experience on future flights with us. We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
Customer response
10/24/2024

Complaint: 22440246
Dear Better Business Bureau,
I am writing to follow up on Spirit Airlines' response to the complaint I filed regarding the cancellation of our flight. While Spirit Airlines has claimed that the flight was cancelled due to weather, I feel this explanation is questionable, given the circumstances we experienced at the airport that day.
The root of my concern lies in the events leading up to the cancellation, which I believe were not accurately addressed in Spirits reply. Specifically:
Delayed Boarding: Boarding of our flight was initially delayed because Spirit Airlines was waiting for one more flight attendant to arrive, not because of weather. This was confirmed by announcements made by the Captain.
Communication from the Captain: After eventually boarding the plane, the Captain made an announcement informing us that we were waiting on the final flight attendant, who was expected shortly.
Deboarding and Cancellation: After some time on the plane, the Captain announced that we needed to *******. Minutes after exiting the aircraft, we received a text message stating that the flight had been cancelled.
Conflicting Information: As I exited the plane, I overheard a conversation among the Captain and flight attendants. They discussed the need for the aircraft to depart the airport despite the flight cancellation, adding to my frustration over the inconsistent communication.
It is troubling that Spirit Airlines has not taken responsibility for the true cause of this situation. The series of events and the Captains announcements indicate that the cancellation was related to staffing issues, not weather, as Spirit has claimed. This miscommunication left approximately ***************************************************************************** assistance.
I am concerned about the lack of transparency and integrity in how Spirit Airlines has handled this matter. I respectfully request that Spirit Airlines provide an accurate explanation for the delay and cancellation and take accountability for what transpired.
Thank you for your attention to this matter. Please let me know if any further information is needed.

Sincerely,

**** ******
Business response
10/29/2024
As previously stated, your MCO-ORD flight was cancelled due to an Air Traffic Control (ATC) decision due to a weather-related issue. Weather nearby or even hundreds of miles from the departure or arrival cities can affect a flight, since Air Traffic Control will reroute planes around problem areas. This causes more aircraft to fly through less airspace triggering delays and cancellations.

When this happens, the options available to our Guests are re-accommodation on the next available Spirit flight or if this option isn't feasible, a refund of the affected unused flight segment is issued. In these situations we dont offer hotel accommodations; refund for additional expense or other transportation.

We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable.

There's nothing more important to us than to send our guests to their destinations safe without delays and cancellations. However, please do note that not all flights use the same route to their destination. Weather conditions are not limited to the departure or arrival area but also within the pathway itself. This day, our route is affected by weather. Our guests' safety is of the utmost importance and continuing the flight will only risk our guests. I hope you understand.

In your situation, I do see a full refund was issued. $1,271.96 was credited back to your **** card ending in 8713 on 10/21/2024. Refunds are processed immediately on our end but may take a couple of business days to post back to your account depending on your financial institution.

Since this cancellation was caused by weather that is beyond our control, Spirit does not provide reimbursement for pre-planned/paid or out-of-pocket expenses such as a new flight. This decision is not based on a lack of compassion, but rather it is based on the consistency in upholding our guidelines. It is the only way to be fair to all our guests.
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer response
10/29/2024

Complaint: 22440246

I am rejecting this response because Spirit Airlines still is not accepting responsibility and providing an adequate compensation when we were clearly told by flight attendants and the flight captain the reason the flight was cancelled was due to staffing. Both the flight attendants and captain would have zero reason to lie about the staffing issues, as a weather cancellation would have been much easier for people to comprehend.

Sincerely,

**** ******
Initial Complaint
10/17/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 10/16/24 I flew from ******* Ga to *********. When I was about to board my flight an agent told me I could not fly with my laptop out so I attempted to put it in my personal bag I was flying with. The agent told me I wasnt allowed to and had to check my bag in. I asked why since it fit in the personal bag fit station. She continued to tell me I wasnt allowed to put my laptop in the bag & that I had to check my bag in.That made absolutely no sense as I just flew with Spirit Airlines less then 30 days ago with the same laptop and bag and had no problem. She couldnt give me an explanation on why I couldnt place my laptop in the bag or why I was being charged $79 for a checked bag when my ticket to fly was $89. Ive never had any problems flying Spirit and truly loved flying with them until yesterday.I am disappointed with the lack of customer service and communication,
Business response
10/21/2024
Hi ******,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

Im so sorry to hear about your experience. I completely understand how frustrating unexpected charges can be; however, we rely on the expertise of airport agents to assess the correct baggage charge based on our guidelines.

Your ticket includes a free personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur an additional charge. Keep in mind that baggage prices are cheaper when purchased in advance and online. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. Keep in mind that Guests can pre-pay for their baggage. Our team can verify that a bag is pre-paid for when their boarding pass indicates they are in Zone 1. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************

Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end.

All Spirit bag charges are non-refundable. We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy.

For further review, provide your confirmation code, and e-mail address used when booking your reservation.

Have a great day!
Customer response
10/22/2024

Complaint: 22438737

I am rejecting this response because: My laptop is NOT considered a personal item. The laptop was NOT in a bag, I was holding it. The agent said I could not hold it and that it needed to go into a bag so I put it in my personal bag that was the required size. The agent confirmed the size but still said i need to check my bag. Wouldnt even allow my to carry it on the plane. She also did this to other customers. As i mentioned I have flew with ******************** numerous times and nevver had an issue until Wednesday 10/16

Sincerely,

****** *****
Business response
10/22/2024
A laptop is a personal item. This is stated in Spirit's Contract of Carriage, a document you agreed to when you secured your booking. I have also included the below link
What does a personal item consist of? Spirit Support

What does a personal item consist of?
A personal item needs to fit entirely in the smaller size bin (including handles and wheels) at the airport. Another personal item, or anything larger will be considered a carry-on.
1814x8 (45x35x20cm) maximum personal item dimensions
A few examples of a personal item are listed below:
Laptop Bag
Purse
As previously stated, Your ticket includes a free personal item. This could be something like a small backpack or purse, but it must fit entirely in the small sizer box (18x14x8 inches) at the check-in counter, and at the gate. Bringing another personal item or anything larger, like a standard carry-on or checked bag will incur an additional charge. Keep in mind that baggage prices are cheaper when purchased in advance and online. If the agent at the gate determines that your bag did not fit the dimensions of the personal item, then a charge must be applied. Keep in mind that Guests can pre-pay for their baggage. Our team can verify that a bag is pre-paid for when their boarding pass indicates they are in Zone 1. All baggage charges are non-refundable. The baggage sizes are listed on our website at the link below for your review: *******************************************************

Please know that we do all that we can to ensure that our guidelines are followed on a consistent basis, and we will ensure that we address this matter on our end.

All Spirit bag charges are non-refundable. We appreciate your understanding that we must remain consistent in the reimbursement offered to all of our valued guests and that there are no exceptions to this policy.
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Initial Complaint
10/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear Customer Service,I am writing to formally address an issue I encountered with a voucher provided to me by Spirit Airlines due to a significant delay in my flight last year. As a result of the delay, I was forced to stay an additional night in the same city and fly out the following day. To make matters worse, I was rebooked on a flight with a stop, instead of the direct flight I had originally ********* the time, I was issued a voucher, and I was informed that it would be valid until October of this year due to the circumstances of the delay. However, when I recently attempted to use the vouchers, I was told it had expired after just six months. I emailed them, and they told me they were going to investigate, but after weeks, they never contacted me and sent me an email, with no help at all. This contradicts my communication via your customer support, where I was explicitly told the expiration date had been extended.Despite acknowledging your mistake, I have been told that your system cannot generate a new voucher, and Spirit cannot take further action. This is unacceptable, especially given that the error is entirely on the airline's side. Additionally, I was issued three vouchers as compensation for being placed on a connecting flight instead of the direct flight I had booked, none of which I have been able to use.I respectfully request that Spirit Airlines rectify this situation by reissuing the vouchers and ensuring I can use them as initially promised. I hope we can resolve this matter swiftly, as I believe it is only fair given the circumstances.Thank you for your attention to this matter. I look forward to your prompt response.
Business response
10/21/2024
Hi *******,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I'm very sorry you weren't able to use your voucher before it expired. As you were previously advised, our system doesn't support the functionality to extend or reissue a voucher, we always encourage our Guests to use them before they expire.

We look forward to welcoming you onboard a future Spirit Airlines flight soon. Thank you for choosing Spirit!
Customer response
10/21/2024
Complaint: 22433032
I have submitted all information required showing that the information provided by customer service was incorrect, as well as the telephone information so that the call can be reviewed. During the call, I was informed that the voucher details were different from what is reflected in your system. Despite being assured that this issue would be resolved, I have not received a satisfactory outcome.
Additionally, the vouchers were provided due to my flight being changed to one with stops, instead of the original non-stop flight I paid for. I also had to cover the expenses for an unexpected overnight stay, which I find unacceptable.
Therefore, I am rejecting this response due to the continued discrepancies and unresolved concerns.
Sincerely,
******* ******
Business response
10/22/2024
As previously stated, as you were previously advised, our system doesn't support the functionality to extend or reissue a voucher, we always encourage our Guests to use them before they expire.
Although we empathize with your frustration, it cannot deter us from operating within our company's guidelines. Your concerns have been addressed and the resolution has been thoroughly clarified.
Customer response
10/22/2024

Complaint: 22433032

I am rejecting this response because I was advised by the **************** team that I had until October 2024 to use the voucher, recently you are advising a new policy that your team was either not aware of or provided wrong directions. Information that was confirmed to be true by your team as well and acknowledged as well.

Sincerely,

******* ******
Initial Complaint
10/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
i purchased a flight and now its dropped down in 75$ i would like a credit or refund or something. it didnt let me refund it cause its been more than 24hours. i would like a voucher for a future flight. I purchased it for someone else the confirmation number is VGT6TI it is the 2nd time Spirit airlines did this. I tried to cancel and repurchased but the website was down for Spirit airlines. Please credit me back.
Business response
10/21/2024
Hi Christy,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

Spirit offers a huge variety of prices on our seats, we strive to offer ultra-low fares and we often have many promotional and or deeply discounted fares. These fares will have limited seating and restrictions may apply to that flight. As with all other airlines, Spirit Airlines' prices may change throughout the day. Airfares are subject to change and several factors influence pricing.

With that being said, we're unable to offer the difference if a lower fare becomes available. It’s the same concept as if the price were to increase after you’ve purchased a ticket, we will not charge you the difference.

Additionally, our records show you secured this booking through a third-party. Spirit is not liable nor responsible for any booking issues when guest use third-parties or travel agencies.

We always suggest booking directly on our website spirit.com for exclusive, low-cost fares. This way you avoid the additional fees that come along with booking through a third-party company.

Have a great day!
Customer response
10/21/2024

Complaint: 22431596

I am rejecting this response because: other airlines give credits and vouchers for other flights. That is a scam what you guys are doing and you know it. I want a credit voucher for the price difference is all I ask for another flight.

Sincerely,

Christy Tsaroumis
Customer response
10/21/2024
Isn’t the FAA against what you’re doing? You should be matching prices since it’s a scam. All other airlines have honored vouchers for me. Please let me know
Initial Complaint
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I booked a flight from ******* to ************************. Leaving Sunday Jun 21 The airline canceled my flight due to the ********* issue, beyond my control. I was told to reschedule at no charge however they charged my credit card an additional ****** dollars. I had to pay for transportation an **** lyft ***** plus I lost my car rental as they were only able to hold reservation for 24 hours. I am demanding a refund of ****** . 168 for additional spirit cgarge 49 lyft 271 for car rental reimbursement
Business response
10/21/2024
Hi *********,

Thank you for reaching out to Spirit!

We have received your correspondence as submitted to the Better Business Bureau. Rest assured we're working very diligently to resolve all your concerns in the order in which they were received. We sincerely appreciate your patience.

I truly apologize for any difficulties encountered with your reservation. Our records show the MASTER card on file is currently in dispute. Any credit card disputes received by our accounting department will be investigated and handled in conjunction with the financial institution. As such all funds have been frozen until the ***** business days investigation has been cleared. At this moment we do not have any further information to provide, and we also cannot refund or issue any compensation as there is an investigation underway. Please contact your financial institution for further assistance.

Have a great day!
Customer response
10/21/2024

Complaint: 22426617

I am rejecting this response because:
the credit card is not in dispute. This is what you constantly keep saying in order to ignore my request. Should I need to contact my lawyer, I **** I ** completely disgusted and appalled with your service. Please have a manager in the *************. Give me a call regarding resolution on this.

Sincerely,

********* *****
Business response
10/22/2024
As previously stated, our records show the MASTER card on file is currently in dispute. Any credit card disputes received by our accounting department will be investigated and handled in conjunction with the financial institution. As such all funds have been frozen until the ***** business days investigation has been cleared. At this moment we do not have any further information to provide, and we also cannot refund or issue any compensation as there is an investigation underway. Please contact your financial institution for further assistance.
You would need to submit the certified closure letter from your financial institution for further review.
Any legal communications should be addressed to:
Spirit Legal Dept.
*****************************************************************
Our main means of communications is via email. You can speak to a live person by calling our ******************* at **************.
Customer response
10/24/2024

Complaint: 22426617

I am rejecting this response because:
See attached letter from credit card. According to department of transportation you are responsible for hotel fee due to cancellation if flight not available until next day, in addition Spirit policy states that you do not charge for changes to flight due to cancellation on your end.
Disgusted and appalled

********* *****
Business response
10/30/2024
Our records show when your initial flight was cancelled you were provided your rebooking accommodations and you accepted them, this was done on 07/20/24. On 07/25/24 you used the Spirit website to rebook the accepted flights which is what the $162.00 charge was for. You were already provided a free move, so any cancellations or modifications are subject to policy. The change was guest-initiated. The flights were boarded, and travel was completed. Spirit does not issue refunds for services rendered, however as a one-time courtesy I have refunded the $162.00 fare difference paid. $162.00 has been refunded back to the ** ending in 3331. Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.
Our records show your ORD-SJU flight was cancelled due to a third-party vendor experiencing a global technical outage, affecting Spirits reservations system and impacting flight operations. We always aim to provide a trouble-free flight experience, but some situations are truly uncontrollable. We apologize to our Guests for the inconvenience. Spirit does not issue reimbursement for any pre-paid or pre-planned expenses.
Customer response
11/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the refund of the airline charge should be in addition to the refund of the car rental due to your error and it being non refundable I lost 300 dollars.

Sincerely,

********* *****

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